Jobs at Optivate (Now Hiring) — 3 open

Position Summary

We are seeking a long-term, tech saavy, and organized Customer Service & Billing Representative to join our team. The Customer Service & Billing Representative is on the front lines handling phone calls, scheduling, billing, and seeing clients through their software implementations and full customer life cycle. Customer Service & Billing Representatives consistently deliver professional and engaging interactions with clients, their staff, and company partners while working to uphold the ideals and standards of Optivate. 

Job Duties

• Provide customer support and troubleshooting via phone and email, maintaining thorough documentation of every customer interaction in the CRM system
• Maintain up to date payment authorizations and billing info for subscription-based products purchased by customers
• Serve as the first point of contact for customers as they begin their EMR setup, guiding them through onboarding and providing support throughout the full customer lifecycle
• Appropriately escalate customer issues to respective teams including technical support, training, and development teams while maintaining ownership of resolution follow-up
• Manage and oversee the initial customer setup process, ensuring proper legal compliance, systems configuration, and HIPAA compliance requirements are met
• Process account modifications including user additions/removals, license adjustments, and subscription changes

Qualifications

• High School Diploma or equivalent
• Two (2) to five (5) years of experience in technical support, customer service, billing, or software implementation roles
• Ability to work from our Bonita Springs, FL office on Tuesdays and Thursdays
• Outstanding communication skills, both oral and written, with ability to explain technical concepts clearly to diverse audiences 
• Attention to detail and comfort with numbers, bookkeeping and subscription billing programs
• Proficiency in remote troubleshooting and guiding clients through complex resolution steps
• Experience with ticketing systems and customer relationship management

Nice to Have

• Experience with EMR/EHR systems, particularly in healthcare technology implementations
• Background working in Ophthalmology, Optometry, or Ambulatory Surgery Center environments
• Experience with optical software systems and patient engagement platforms
• Knowledge of healthcare workflows and industry-specific requirements
• Experience with QuickBooks, subscription management software such as Recurly

What we Offer

• Competitive salary
• Hybrid work model with flexibility and work-life balance
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Generous paid time off and holiday schedule
• Opportunity to grow within a mission-driven and innovative healthcare tech company